A few years ago, there was a group of people who started working on a manual for handling difficult situations based on a manual called "In a Pickle" (as in--What do I do when I'm in a pickle). Karen Luik, Suzanne Rickles and I developed this Google Site: https://sites.google.com/site/challengingsituations/
It is definitely a work in progress. Feel free to take a look and let me know if you see something we need to add or change.
Thanks,
Laurie
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